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Exceeding expectations is where satisfaction ends and loyalty begins.
Ron Kaufman
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Ron Kaufman
Exceeding
Loyalty
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Satisfaction
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A scattered effort is a poor effort.
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Convince people and you win their minds. Inspire people and you win their hearts.
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Your promise means more than the words you use to give it.
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Compromise in your arguments, not in your expectations.
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Stay in one place too long and the tide can overwhelm you. Ride the tide, surf the waves, stay on top of the changes.
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What you did in the past is how you got to today. What you do today is how you will get to the future.
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When things go wrong, your best recovery effort is required. But don't just provide the missing piece (that's the recovery), also provide uniquely personal assistance (that's the memorable effort).
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When the customer makes contact, he does not want a quote. He wants a commitment.
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When you see the need, take the action.
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Don't let high-speed completely replace high-touch. Your customers may appreciate both.
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